Hosted Call Center Featured Article

Silver Networks Intros Enhanced Hosted Call Center Solution

By Raja Singh Chaudhary
TMCnet Contributor

Silver Networks, a provider of call center solutions and services, has announced its latest “Hosted Call Center” suite of services for seamless integration with existing phone systems of enterprises.

Comprising of a set of features that are essential needed for an organization whether small or big, the Hosted Call Center is helpful in effectively starting and managing call campaigns, according to Silver Networks. As it is hosted in nature, the solutionn doesn’t require the enterprises to make any investments in hardware, software or maintenance.

The solution has been equipped with dedicated software that allows calls to be routed, data to be collected, and management reports to be generated to improve the customer experience. It stores all the reports, call records and agent data upon the hosted servers of Silver Networks, which reduces the cost to host, manage, maintain, and backup this data on the customer premise network.

In the words of Guy Citrin, channel manager at Silver Networks, any organization can use the hosted Hosted Call Center platform to manage calls and distribute them to on-premises call centers or enable home agents, regardless of the amount of capital available to invest. Citrin continued that the solution is 100 percent hosted as there is capital expense in sets, software or maintenance and in keeping with Silver Network Net Neutrality Policy, a company’s solution can be run over any type of broadband connection including cable, DSL or even WiMax. Silver Network’s Line Connection Test will pre-qualify whatever connection is being used, Citrin added.

Within the solution, all Management software is Internet Protocol or ‘IP’ based, which requires only an Internet connection so that multiple users can monitor the queue from anywhere in the world, and can generate multiple reports to analyze the performance and measurement of vital metrics, both in real time and historically.

While responding to the adjustment of call flow, the Silver Networks Hosted Call Center solution also enables the managers to monitor changes in call queues and can be integrated with SalesForce and SugarCRM (News - Alert). Leveraging SNET’s interface, gloCOM the Global Communicator, the solution can also embed Third-Party CRMs into its interface, which helps the agent to work from within a single screen on the desktop instead of switching between various applications.

In July 2010, inContact, a provider of Hosted Call Center solutions announced to team up with Listen Up Espanol or ‘LUE’ to form joint marketing and technology partnership with an aim to provide improved services to Spanish language customers.